Process optimization is a broad concept. Essentially, the first step is to put your current way of doing things in the spotlight. From there you can analyze the potential source of problems which could be or become a nuisance to customers or for internal workflows.
Process optimization is about minimizing waste of resources. This might entail anything from order management and processing of complaints to tenders and onboarding of new employees.
Common to all workflows is that they can be optimized so the internal resources are utilized in the best possible way and external stakeholders get through your channels faster and more efficiently.
Usually, there is a reason why you do things the way you do. History or tradition is often the strongest one, but is that enough?
The short answer is no. It may be easy to keep going as you have always done, but if you have the slightest suspicion that something might be accomplished in a better way, it’s time to stop and reflect. It is important that you do this for the sake of the employees, your customers, as well as the bottom line of the company. Quite often, it only takes slight changes to improve a process significantly.